If you are unable to contact a consumer within the Level 1 timeframe, the TIO’s process requires you to email firstname.lastname@example.org to provide a summary of your efforts to contact the consumer. Please include the details of messages you have left the consumer, and details of who the consumer can contact at your company to discuss the complaint. Please also include any other relevant information. If the consumer re-contacts the TIO, we will pass on this information to the consumer.
The TIO also requires you to send a letter to the consumer via post or email (to the consumer’s preferred email address) with details of how to contact you to discuss the complaint. A copy of this correspondence should also be sent to email@example.com.
This correspondence should also be sent within the Level 1 timeframe.